BetRebels Casino - Player’s struggling to complete the account verification.

Hello, I played in the Betrebels on 01/15/2023 with a bonus and successfully implemented it. 2210CAD$ are available for me to cash out.

Since then I have not been able to verify my account at the Betrebels casino.

My passport, proof of address, Ecopayz account number + details.

They were also verified, the Betrebels casino requests my transaction history from ecopayz from the last 6 months.

I have also provided this document.

I was able to answer all questions that seemed suspicious for the casino without any problems.

My main problem with Betrebels Casino is that they want to see information or proof of my first deposit in ecopayz.

1. I wonder what this document has to do with KYC after you have successfully received all the documents etc from me.

2. If I could, then I would provide the Betrebels Casino with this document, because my deposit to ecopayz was a crypto deposit and which was made by the FTX crypto wallet, it hasn't been available to me or all users since November possible to log in to the FTX exchange let alone get any information regarding our user account.

The company FTX went bankrupt in November due to a scandal.

You can also look it up everywhere on google.

The casino still insists that I submit this document, which is impossible for the reasons mentioned.

I clearly see the case here that casino Betrebels is looking for something not to pay me my winnings, since my explanation why I can't prove it is clear and clearly justifiable.

Its already painful enough that we the people of FTX lost a lot of money. As i have explained to the casino multiple times, it is not possible to prove it. They still trying to avoid cashing me out my winnings even tho everything is very clear when it came to KYC.

Kind regards

Dear candyandyz91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, i dont think you follow what i have explained.

My passport, selfie + passport, ecopayz account all of that got verified.

The problem im facing, the casino wants to get an document of my very first deposit into ecopayz.

That was an crypto deposit made from the FTX Exhange. FTX, is bankrupt..

I cant deliver such an document anymore as the website has shut down his site in November 2022!

Please explain to me what kind of KYC it is that the casino wants an document of my very first deposit into ecopayz?

Where is there the connection for knowing your customer?

The got my passport, and selfie + my passport, they got my proof of address, they got my ecopayz account number+all address details etc. They got the full transaction history of the past 6 month of my ecopayz wallet.

Please dont tell me that they wanna make sure "know your customer"

The very first funds i have deposited into ecopayz via crypto, what has this to do with casino?

My crypto is not linked to any casino at all, therefore why i should open such documents?

Anyways, FTX is no longer available for us users since last year november.

Its clearly impossible to deliver this document cause the FTX crypto wallet has shut down in november, 2 month later the casino asking me to provide such an document, how do u want me to do this? its just impossible if something went bankrupt and we users of FTX do not have any access to it anymore...

Please as well check google "FTX" no need to search long to get familiar with this case.

Thank you very much, candyandyz91, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello candyandyz91,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know BetRebels Casino has recently ignored us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite BetRebels Casino to join the conversation.

Dear BetRebels Casino,

Can you please provide some information regarding the player's verification issues? Why are you requesting the player to provide a document which is almost impossible to provide?

Hi, this is the last update.

Hello Andy

We would like to inform you that an investigation of your account has been conducted.

Betrebels decision is that your account will remain permanently closed and the following terms and conditions will be applied:

General Terms & Conditions:

1. General principles

1.14

Betrebels will apply the strictest penalties and contractual sanctions to all those clients who are involved in fraud. The company will refuse payment of winnings to clients in the case of presumed or suspected fraud.

3. Personal account

3.7 We specifically do not permit our customers to do any of the following:

· To act on behalf of another person or third party;

· To sell, transfer, and/or acquire accounts to/from other players;

· To transfer funds amongst player accounts;

· To deposit money originating from criminal activity;

· To deposit money through a credit card which a customer is not authorized to use, or knowingly receiving money from such card on in any other manner colluding with a third party to so do;

· To use in any manner whatsoever their player account or that of third parties for money laundering or any other illegal purpose.

3.9

The client must not place bets on behalf of third parties. Any bet placed with the intention of defrauding Betrebels and/or placed or received (with no written consent) from/by any bookmaker, betting syndicate and/or party, association, family group and/or under the advice of any other person or association can be voided at any time, including after the result of the event. Any member of a federation, Managers, associates or card-carrying members of sporting companies and/or any employee of companies organising or managing any public or private competition is forbidden to place or accept bets, either directly or via a third party even through the persons authorized to receive them, who have access to the results of such official matches organized by sports associations or competitions offered by the company. It is also forbidden to the employees, directors or shareholders of Betrebels to place bets directly or via third party even at those authorised to receive them.

3.10

The client is permitted to open only one personal account with Betrebels. Eventual duplicate accounts or accounts opened later or under a fictitious name or in the name of others, will be closed and all relative winnings voided. Eventual balances of duplicate accounts will be remitted back to the player. The client must contact the Company directly if they forget or mislay any of the personal details necessary to access his/her online Betrebels account, in order to retrieve these details, in accordance with the Company’s internal procedure for the protection of personal details.

3.11

Betrebels will Forfeit and/or confiscate funds available on a Betrebels account and/or refuse to honour a claim, in the event that, directly or indirectly, the Betrebels terms and conditions have been violated and/or other unauthorised activities have occurred in connection with a betting event and/or the operation of a Betrebels account. This is subject to any of the said events being in connection with the Betrebels account and/or the claim in question.

Casino Terms and conditions

6. PROMOTIONAL ABUSE AND IRREGULAR PLAY

We provide bonus offers and promotions to reward valued customers. We operate a zero-tolerance approach to all forms of bonus abuse, and any other kind of fraudulent activity. If we suspect a player is participating in activities which break the rules of the Casino, we reserve the right to exclude the player from any promotions, bonuses or offers. We also reserve the right to remove any winnings and/or deposits from the player’s account, and any other accounts linked to the player and close the account.

‘Irregular Play’ and ‘Bonus Abuse’ is defined as, but is not limited to, any one of the following types of activity:

· The use of VPN, proxy or other services and techniques, for the purposes of deliberately obscuring, hiding or changing IP addresses in order to fraudulently take advantage of promotional offers;

· Whether known or unknown to us, taking advantage of any software or system bug, loophole, fault, error, or failure including, but not limited to, in respect to any game provided;

· Using multiple accounts to claim a bonus or any other promotional offer more than once;

· Working in a syndicate with other players to abuse promotions, deliberately cheat or other exploitative behaviour;

Best Regards,

After i provided them my bank statement that was the reply.

I kindly asked them to tell me which rule i broke, as i havent done anything wrong at all..

The casino replied:

Hello,

Thank you for contacting us.

We regret to let you know that we do not provide further explanations/ clarifications.

How those casino can even exist nowadays.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear candyandyz91,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

Best regards,

Michal